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Keep related incoming emails together for a triage case (8.6)

Updated on May 12, 2021

With a few clicks, customer service representatives (CSRs) can now associate service requests with an email triage case to obtain more control over the information from customers, helping to resolve issues more quickly, and making their job easier. Because the system generates a service request from each incoming customer email, associating service requests with an open triage case ensures that CSRs have access to all the relevant information reported by customers, in a single place. In the Email Manager or Case Manager portal, the system now provides a list of service cases from customers that CSRs can associate or disassociate from the current triage case.

For example, a customer moves to another city and sends an email with their updated mailing address. The customer then realizes that they forgot to include their new postal code in the previous email. As a result, the customer sends a follow-up email in which they specify their new postal code. The system creates two separate service requests about the address change from the incoming emails. To keep all relevant information in one place in the system, a CSR can then associate both related service requests with a single triage case that describes the address change for the customer.

The following figure shows an example of two service requests of the Order and Order Issue type that a CSR can associate or disassociate from the open ET-16 triage case:

A list of two service requests to associate or disassociate
A list of two service requests to associate or disassociate

For more information, see Associating service requests with a triage case and Understanding the email triage process.

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